Welcome to the University of Miami School of Business

Accessibility Navigation:

 


masthead

Conference Program

Download Program (PDF)



All Plenary Sessions will be held in Storer Auditorium



Wednesday, June 25, 2014

5:30 PM - 7:30 PM

DOCTORAL CONSORTIUM
Welcome Reception
Executive Education Center, 3rd Floor - Dining Room

Thursday, June 26, 2014

8:45 AM - 5:00 PM

DOCTORAL CONSORTIUM
SB-308 Classroom

6:00 PM

CONFERENCE Welcome Reception
Executive Education Center, 3rd Floor - Dining Room

Friday, June 27, 2014

8:30 AM - 9:00 AM

Introductory Ceremony and Welcoming Remarks
Storer Auditorium

PLENARY SESSION 1

9:00 AM - 9:45 AM

"How Big Data Changes Service"
Bill Franks, Chief Analytics Officer, Teradata

9:45 AM - 10:30 AM

Discussant/Panelist: Marlene Santos, VP Customer Service, Florida Power & Light



10:30 AM - 11:00 AM Morning Break

CONCURRENT SESSION 1        11:00 AM – 11:25 AM 

Room

Presentation

AGB-331 "Modeling The Only Service Everybody Will Surely Use"
  Felipe Morgan, Universidad de los Andes, Chile
  Camila Rendic, Universidad de los Andes, Chile
  Isidora Vicente, Universidad de los Andes, Chile
   
AGB-431 "Comparing the Effect of Store Remodeling on New and Existing Customers"
  Tracy Dagger, Monash University, Australia
   
AGB-530 "Revenge Or Reconciliation? A Rejection-Based Model Of Firm-Induced Relationship Termination"
  Luke Hopkins, Middle Georgia State College, USA
  Michael Brady, Florida State University, USA
  Yany Gregoire, HEC Montreal, Canada
  Steve Vaillancourt, Essor Insurance, Canada
   
SB-208 "The Downstream Effects of New Service Technology Innovation: A Longitudinal, Dyadic Analysis of Service Employees and Customers"
(BEST PRACTITIONER PAPER AWARD FINALIST)
  Kristal Ray, Oracle, USA
  Paul Fombelle, Northeastern University, USA
  Michael Brady, Florida State University, USA
  Sterling Bone, Utah State University, USA
   
SB-302 "What Motivates Professionals to Undertake Pro Bono Service"
  Paul Patterson, University of New South Wales, Australia
  Janet McColl-Kennedy, University of Queensland, Australia
  Mike Brady, Florida State University, USA
   
SB-308 "Understanding the elements of service ecosystems: a qualitative study of health care"
  Lia Patricio, University of Porto, Portugal
  Gabriela Beirão, University of Porto, Portugal
  Raymond Fisk, McCoy College of Business Administration, Texas State University, USA
   
SB-402 "When Service Customers Do Not Consume in Isolation: A Conceptual Framework of Customers’ Interdependent Behavior"
  Andrea Ordanini, Bocconi University, Italy
  A. Parasuraman, University of Miami, School of Business, USA
  Laura Colm, Bocconi University, Italy
   
SB-408 "Who is to Blame? Customer Satisfaction with Technology-Based Self-Services"
  Anne Scherer, ETH Zurich, Switzerland
  Florian v. Wangenheim, ETH Zurich, Switzerland
   
SB-502 "Does repeating help in delivering your message? An examination of the impact of rhetoric patterns on customers’ social attitude and sharing behavior."
  Francisco Villarroel Ordenes, Maastricht University, Netherlands
  Erik Tromp, Adversitement Group B.V., Netherlands
  Ko De Ruyter, Maastricht University, Netherlands
  Martin Wetzels, Maastricht University, Netherlands
  Dominik Mahr, Maastricht University, Norfolk Island
   
SB-508 "To Smile or Not to Smile: Impact of Employees’ Emotional Labor Display on Customer Reactions in Service Encounters"
  Ze Wang, University of Central Florida, USA
  Surendra Singh, University of Kansas, USA
  Sanjay Mishra, University of Kansas, USA
  Monica Biernat, University of Kansas, USA
   

CONCURRENT SESSION 2     11:30 AM – 11:55 AM 

Room

Presentation

AGB-331 "How data could play a role in improving and optimising services within complex service networks "
  Mohamed Zaki, University of Cambridge, United Kingdom
  Andy Neely, University of Cambridge, United Kingdom
   
AGB-431 "Cure and care related value creation in online health care communities The development and validation of a scale "
  Sarah Van Oerle, University of Antwerp, Belgium
  Annouk Lievens, University of Antwerp, Belgium
  Dominik Mahr, Maastricht University, Netherlands
   
AGB-530 "Fostering The Co-Creation Experience And Customer Engagement In Transactional Contexts"
  Lorena Blasco-Arcas, University of Zaragoza, Spain
  Blanca Hernandez-Ortega, University of Zaragoza, Spain
  Julio Jimenez-Martinez, University of Zaragoza, Spain
   
SB-208 "Understanding the Nature of Customer Word-of-Mouth"
(BEST PRACTITIONER PAPER AWARD FINALIST)
  Timothy Keiningham, Ipsos Loyalty, USA
  Roland Rust, University of Maryland, USA
  Bart Lariviere, Ghent University, Belgium
  Lerzan Aksoy, Fordham University, USA
  Luke Williams, Ipsos Loyalty, USA
   
SB-302 "Introducing high-tech service system in a low-tech service context - how do the customer react to changed roles?"
  Maria Åkesson, Karlstad University, Sweden
  Patrik Gottfridsson, Karlstad University, Sweden
  Mikael Johnson, Karlstad University, Sweden
   
SB-308 "The impact of social media use on consumption: the virtual mothers’ group"
  Raechel Johns, University of Canberra, Australia
  Rebecca English, Queensland University of Technology, Australia
   
SB-402 "Do We Click at the First Sight? Assessing the Customer-Employee Instant Rapport at the First Service Encounter"
  Jiun-Sheng Chris Lin, National Taiwan University, Taiwan
  Cheng-Yu Lin, National Taiwan University, Taiwan
  En-Yi Chou, National Taiwan University, Taiwan
   
SB-408 "Make Me Proud I Work Here: Towards a Conceptual Framework of Employee Pride for Service Firms"
  Griet Van Der Vurst, Ghent University, Belgium
  Bart Larivière, Ghent University, Belgium
David Bowen, Thunderbird School of Global Management, USA
   
SB-502 "Extracting tasks for offshore outsourcing through service request log analysis"
  Masaki Ohno, IBM Research - Tokyo, Japan
  Kohtaro Miyamoto, IBM Research - Tokyo, Japan
  Katsumasa Yoshikawa, IBM Research - Tokyo, Japan
   
SB-508 "A Cross-Cultural Study of Service Employee Improvisation"
  Gil Luria, University of Haifa, Israel
  Dana Yagil, University of Haifa, Israel
  Steven Rayburn, Texas State University, USA
  Raymond Fisk, Texas State University, USA
   

CONCURRENT SESSION 3     12:00 PM – 12:25 PM 

Room

Presentation

AGB-331 "What about the employees? Impact of ambient scents at the workplace"
  Anna Girard, LMU Munich, Germany
  Marc Girard, LMU Munich, Germany
  Jan Engel, LMU Munich, Germany
   
AGB-431 "Referral Reward Program Effectiveness: Inductor Segments and Inductee Value"
  Dominik Georgi, Frankfurt School of Finance & Management, Germany
  Jochen Wirtz, National University of Singapore, Singapore
  Chris Tang, UCLA Anderson School, USA
   
AGB-530 "Your Say how to Stay: How different ways of customization effect consumer experiences"
  Anna De Visser-Amundson, Hotelschool The Hague Hospitality Business School, Netherlands
  Mirella Kleijnen, VU University Amsterdam, Netherlands
   
SB-208 "A Services Landscape Transformed by Technology: Findings from the 2014 National Technology Readiness Survey"
(BEST PRACTITIONER PAPER AWARD FINALIST)
  Charles Colby, Rockbridge Associates, Inc., USA
  A. Parasuraman, University of Miami, USA
   
SB-302 "Antecedents and Consequences of Always Being Logged In"
  Line Lervik Olsen, BI Norwegian Business School, Norway
  Tor Wallin Andreassen, NHH Norwegian School of Economics, Norway
  Robert Fennis, University of Groningen, Netherlands
   
SB-308 "The Rise and Fall of the Employee in Service Theory and Practice"
  David Bowen, Thunderbird School of Global Management, USA
   
SB-402 "It’s Not Me, or Them, It’s You: The Impact of Customer Generated Service Failure "
  Stacey Robinson, East Carolina University, USA
  Clay Voorhees, Michigan State University, USA
  Michael Brady, Florida State University, USA
   
SB-408 "Is Share of Wallet Really All About Market Share? Exploring the Boundary Conditions of the Double Jeopardy Rule"
  Alexander Buoye, Ipsos Loyalty, USA
  Sertan Kabadayi, Fordham University, USA
  Mohammad Nejad, Fordham University, USA
  Yuliya Komarova, Fordham University, USA
  Jason Allsopp, Ipsos Reid, Canada
  Lerzan Aksoy, Fordham University, USA
  Timothy Keiningham, Ipsos Loyalty, USA
   
SB-502 "Service recovery through customer-to-customer interactions"
  Yingzi Xu, Auckland University of Technology, New Zealand
  Sheau-Fen Yap, Auckland University of Technology Business School, New Zealand
   
SB-508 "The effect of assortment pricing on choice satisfaction"
  Anna Mattila, Pennsylvania State University, USA
  Arun Upneja, Boston University, USA
  Choongbeom Choi, Pennsylvania State University, USA


12:30 PM –1:30 PM     LUNCH



PLENARY SESSION 2

1:30 PM - 2:15 PM

"Going Beyond Service - Delivering Value"
Romaine Seguin, President, UPS International, Inc. (Americas Region)

2:15 PM - 3:00 PM

Discussant/Panelist: Vicki Smith-Daniels, Indiana University

3:00 PM - 3:30 PM Afternoon Break



CONCURRENT SESSION 4     3:30 PM – 3:55 PM 

Room

Presentation

AGB-331 "Investigating The Long-term Impact of Downgrading Service Empathy and Responsiveness"
  Beibei Dong, Lehigh University, USA
  Jun Ye, Xiamen University, China
   
AGB-431 "Customer’s contribution to co-creation - a bibliometric review on developments in scientific research"
  Mailin Schmelter, University of Hagen, Germany
  Sabine Fliess, University of Hagen, Germany, Germany
   
AGB-530 "Understanding Value Co-Creations And Service Innovations In Time & Space Complexity: The Abstract-Entity-Interaction-Outcome-Universals (AEIOU) Theory"
  Jim Spohrer, IBM Almaden Research Center, USA
  Haluk Demirkan, University of Washington - Tacoma, USA
   
SB-208 "Everybody Loves Hedonism: Customer Attitudes Towards and Responses to Hedonic and Utilitarian Changes in a Servicescape"
(BEST PRACTITIONER PAPER AWARD FINALIST)
  Freek Van Baelen, Carrefour Supermarkets, Belgium
  Bart Larivière, Ghent University, Belgium
   
SB-302 "Leave me alone!? Finding parameters to determine ideal customer contact frequencies"
  Tobias Grossecker, 1&1 Internet AG, Germany
  Jens Hogreve, Catholic University of Eichstaett-Ingolstadt, Germany
  Tönnjes Eller, Catholic University of Eichstaett-Ingolstadt, Germany
  Julia Fehske, Catholic University of Eichstaett-Ingolstadt, Germany
  Tobias Grossecker, 1&1 Internet AG, Germany
   
SB-308 "Customer Delight: What Customers Want and Companies Give"
  Julia Donsbach, EBS Business School, Germany
  Matthias Gouthier, Universität Koblenz-Landau, Germany
  Nadine Ludwig, EBS Business School, Germany
   
SB-402 "Engaging Service Customers via Social Media Storytelling"
  Aidan Daly, National University of Ireland, Galway, Ireland
  Raymond Fisk, Texas State University, USA
  Stephen Grove, Clemson University, USA
  Michael Dorsch, Clemson University, USA
   
SB-408 "Consumers’ Perceptions of Rating Usefulness for Value and Luxury Services: The Relative Importance of Critics’ and Users’ Ratings"
  Shashi Matta, The Ohio State University, USA
  Jens Hogreve, Ingolstadt School of Management, Germany
   
SB-502 "How Service Outlets Manipulate Customer-Based Metrics: Empirical Evidence and Managerial Consequences"
  David Woisetschläger, Technische Universität Braunschweig, Germany
  Alke Töllner, TU Dortmund University, Germany
   
SB-508 "Understanding the Complex Structures of Service Productivity in B2B-Settings: A Linguistic Network Analysis"
  Mirjam Velleuer, Catholic University of Eichstaett-Ingolstadt, Germany
  Jens Hogreve, Catholic University of Eichstaett-Ingolstadt, Germany
  Kathrin Albrecht, Catholic University of Eichstaett-Ingolstadt, Germany
  Mirjam Velleuer, Catholic University of Eichstaett-Ingolstadt, Germany
   

CONCURRENT SESSION 5     4:00 PM – 4:25 PM 

Room

Presentation

AGB-331 "Of Righteousness and Righteous Indignation: How the Price of Participating in Pro-social Programs Affects Satisfaction via Pride and Anger"
  Michael Giebelhausen, Cornell University, USA
  HaeEun Helen Chun, Cornell University, USA
   
AGB-431 "The value of saying sorry: How psychological compensation complements monetary compensation when recovering from a service failure"
  Holger Roschk, Catholic University Eichstaett-Ingolstadt, Germany
  Katja Gelbrich, Catholic University Eichstaett-Ingolstadt, Germany
   
AGB-530 "Towards the Understanding of the Service Integrator Role in Complex Multi-Sourcing Projects"
  Marius Goldberg, IBM Deutschland GmbH, Germany
  Hansjörg Fromm, Karlsruhe Institute of Technology (KIT), Germany
   
SB-208 "The Customer As The Root Of All Evil? Positive Effects Of Customer Misbehavior On Employee Well-Being"
  Jos Lemmink, Maastricht University, Netherlands
  Alexander Henkel, Maastricht University, Netherlands
  Johannes Bogershausen, Maastricht University, Netherlands
  Anat Rafaeli, Technion-Haifa, Israel
   
SB-302 "Automation, Inconvenience and Compensation: A Dynamic View on Service Productivity"
  Tor W. Andreassen, NHH Norwegian School of Economics, Norway
  Rutger D. van Oest, BI Norwegian Business School, Norway
  Line L. Olsen, BI Norwegian Business School, Norway
   
SB-308 "Self-Service Dissatisfaction-Paradox"
  Stefanie Paluch, TU Dortmund University, Germany
  Soeren Koecher, TU Dortmund University, Germany
   
SB-402 "Does Augmented Reality Enhance Service Experiences?"
  Christoph Breidbach, UC Merced, USA
  Paul Maglio, UC Merced, USA
   
SB-408 "Helping Hand or Job Rival? Unveiling the Paradox of Employees attitude and Behavior towards the Use Self Service Technology in Service Encounters"
  Alexander Hettich, ASH Systemgastronomie GmbH, Germany
  Jens Hogreve, Catholic University of Eichstaett-Ingolstadt, Germany
   
SB-502 "Emerging Field of Neuro IT Strategy"
  Yoshinori Yamakawa, NTT Data Institute Of Management Consulting, Inc., Japan
  Hiroki Oka, NTT Data Institute Of Management Consulting, Inc., Japan
  Hiroki Fukuda, NTT Data Institute Of Management Consulting, Inc., Japan
  Ryota Kanai, University of Sussex, United Kingdom
  Yoshinori Hara, Kyoto University, Japan
   
SB-508 "Influencing consumers to choose environment-friendly offerings"
  Per Kristensson, Karlstad University, Sweden
  Erik Wastlund, Karlstad University, Sweden
  Magnus Soderlund, Stockholm School of Economics, Sweden
   

CONCURRENT SESSION 6     4:30 PM – 4:55 PM 

Room

Presentation

AGB-331 "She Works Hard for the Money: Frontline Employees and Consumers’ Vicarious Depletion of Self-Control"
  Simon Brach, Friedrich-Schiller-University Jena, Germany
  Gianfranco Walsh, Friedrich-Schiller-University Jena, Germany
  Tillmann Wagner, WHU – Otto Beisheim School of Management, Germany
   
AGB-431 "Since you’re a sinner…you don’t know any better: The Paradox of Agency and Structure in Transformative Services"
  Elise Riker, Arizona State University, USA
  Laurel Anderson, Arizona State University, USA
  Amy Ostrom, Arizona State University, USA
   
AGB-530 "Why do customers leave? An agent-based model to study customer engagement with services"
  Chathura Rajapakse, Tokyo Institute of Technology, Japan
  Takao Terano, Tokyo Institute of Technology, Japan
   
SB-208 "Delight Me: Understanding the Definition, Drivers and Outcomes of Customer Delight"
  A. Parsu Parasuraman, University of Miami, USA
  Lerzan Aksoy, Fordham University, USA
  Joan Ball, St. John's University, USA
  Timothy Keiningham, Ipsos Loyalty, USA
   
SB-302 "Organizational Pride and the Upward Spiral Toward Customer-oriented Behavior and Service Performance"
  Tobias Kraemer, University of Koblenz-Landau, Germany
  Matthias Gouthier, University of Koblenz-Landau, Germany
   
SB-308 "Improving Customer Live Chat Service Experiences Through Embodied Virtual Interactions"
  Helen Si Wang, University of Hong Kong, Hong Kong
  James Ward, Arizona State Univeristy, USA
  Muhanad Manshad, New Mexico State University, USA
  Daniel Brannon, Arizona State University, USA
   
SB-402 "Free Drink or Free Mug? Managing Service Experience with Complimentary Gifts"
  HaeEun Helen Chun, Cornell University, USA
  Yue Woon Hiang, Singapore Tourism Board, Singapore
   
SB-408 "Trends and perspectives in new service development"
  Thomas Meiren, Fraunhofer IAO, Germany
  Adrienne Schäfer, Lucerne University of Applied Sciences and Arts, Switzerland
  Roberta Sebastiani, Università Cattolica del Sacro Cuore, Italy
  Elina Jaakkola, Turku School of Economics, Finland
  Doris Weitlauer, University of Applied Sciences, Austria
Bo Edvardsson, Karlstad University, Sweden
Javier Reynoso, Monterrey Institute of Technology (ITESM), Mexico
   
SB-502 "Service Strategies in a Fairness-sensitive Market"
  Steven Shugan, University of Florida, USA
  Jihwan Moon, University of Florida, USA
   
SB-508 "The Risks of Services Outsourcing: What Does the Stock Market Say about Service Failures Due to Service Providers vs. Those Due to the Firm "
  Michael Wiles, Arizona State University, USA
  Saurabh Mishra, McGill, Canada
  Sachin Modi, University of Toledo, USA


7:00 PM - 9:00 PM

Awards Dinner
Hyatt Regency Hotel, Coral Gables


Saturday, June 28, 2014

PLENARY SESSION 3

9:00 AM - 9:45 AM

"Learning from Healthcare"
Len Berry, University Distinguished Professor, Texas A&M University

9:45 AM - 10:30 AM

Discussant/Panelist: David Zambrana, CEO, University of Miami Hospital



10:30 AM - 11:00 AM Morning Break


CONCURRENT SESSION 7     11:00 AM – 11:25 AM 

Room

Presentation

AGB-331 "The Use of Taxonomy for Understanding Service as a Competency in e-Service Systems"
  Xiao Ma, University of Warwick, United Kingdom
  Irene Ng, University of Warwick, United Kingdom
   
AGB-431 "How to grow casual online recreation into affective commitment, involvement and loyal behaviour? Why and how do people gamble online?"
  Minna Pura, Hanken School of Economics, Finland
  Karl-Jacob Mickelsson, Hanken School of Economics, Finland
   
AGB-530 "A business analytics approach for capturing business relationships by combining data mining of operational enterprise data and questionnaire-based assessments"
  Johannes Kunze von Bischhoffshausen, KIT / IBM, Germany
  Hansjoerg Fromm, KIT / IBM, Germany
  Francois Habryn, IBM Switzerland - Global Technology Services, Switzerland
  Ludwig Neer, CAS Software, Germany
   
SB-208 "Thank you for your compliment, it made my day: Exploring the transformational potential of positive customer feedback"
  Linda Nasr, University of Manchester, United Kingdom
  Jamie Burton, University of Manchester, United Kingdom
  Thorsten Gruber, Loughborough University, United Kingdom
   
SB-302 "What makes for sensitive information?"
  Hsiao-Ching Kuo, University of South Florida, USA
  Sajeev Varki, University of South Florida, USA
   
SB-308 "Experiences from evaluating an integrated mobile payment, ticketing, and couponing service solution based on NFC"
  Marta Campos Ferreira, FEUP, Portugal
  João Falcão e Cunha, FEUP, Portugal
   
SB-402 "Toward a more comprehensive understanding of frontline employees' service recovery performance"
  Yves Van Vaerenbergh, University of Leuven / Ghent University, Belgium
  Nathalie Goossens, Telenet, Belgium
  Anja Van den Broeck, University of Leuven, Belgium
   
SB-408 "Sustainable business model innovations among service providers: A study of the Norwegian service industry"
  Sveinung Jørgensen, Lillehammer University College, Norway
  Lars Jacob Tynes Pedersen, Norwegian School of Economics, Norway
   
SB-502 "Standardized Versus Individualized Services: Relationships Between Pride, Service Orientation, Job Performance and Service Employee Productivity"
  Matthias Gouthier, University of Koblenz-Landau, Germany
   
SB-508 "Customer Experience Management: The Past, The Present and The Future"
  Arne De Keyser, Ghent University, Belgium
  Phil Klaus, Dr. Phil Klaus & Associates Consulting, United Kingdom
  Katherine N. Lemon, Boston College, Carroll School of Management, USA
  Timothy L. Keiningham, IPSOS Loyalty, USA
   
   

CONCURRENT SESSION 8     11:30 AM – 11:55 AM 

Room

Presentation

AGB-331 "Activating Customers as Coproducers for Better Service Outcomes: The Interplay of Coproduction Workload, Service Literacy, Organizational Support, and Coproduction Stress Appraisal"
  Martin Mende, Florida State University, USA
  Maura Scott, Florida State University, USA
  Mary Jo Bitner, Arizona State University, USA
  Amy Ostrom, Arizona State University, USA
   
AGB-431 "The Effects of Justification Explanation after Service Failure"
  WeiWei Chen, Kun Shan University, Taiwan
  Hsiao-Ching Lee, National Kaohsiung University of Applied Sciences, Taiwan
   
AGB-530 "Measuring the three layers of a service customer in joint co-creation experiences"
  Jörg Finsterwalder, University of Canterbury, New Zealand
  Volker Kuppelwieser, NEOMA Business School, France
  Ray Fisk, Texas State University, USA
  Sven Tuzovic, Pacific Lutheran University, USA
   
SB-208 "Return on Service Amenities"
  Roland Rust, University of Maryland, USA
  Rebecca Hamilton, University of Maryland, USA
  Michel Wedel, University of Maryland, USA
  Chekitan Dev, Cornell University, USA
   
SB-302 "How Contextual Variables Moderate The Antecedents Of Customer Satisfaction Across Service Activities, Channels And Markets"
  Ruth Bolton, Arizona State University, USA
  Crina Tarasi, Central Michigan University, USA
  Anders Gustafsson, Karlstad University, Sweden
  Lars Witell, Karlstad University, Sweden
   
SB-308 "Interactive generation of simulation models based on the Service Experience Blueprint"
  Miguel Oliveira, University of Porto, Portugal
  António Brito, University of Porto, Portugal
  Lia Patrício, University of Porto, Portugal
   
SB-402 "Customer experience incorporation along the different cycles of service design"
  Teresa Sarmento, University of Porto, Portugal
  Lia Patrício, University of Porto, Portugal
   
SB-408 "It all adds up to one technology personality - Analyzing the fit between brand personality and application of information technology for service brands "
  Laura Kellner, University of Paderborn, Germany
  Nancy V. Wünderlich, University of Paderborn, Germany
  Nancy Sirianni, Northeastern University, USA
   
SB-502 "Contextual Variety, Internet-Of-Things And The Choice Of Tailoring Over Platform: Mass Customisation Strategy In Supply Chain Management"
  Ganna Pogrebna, University of Warwick, United Kingdom
  Irene Ng, University of Warwick, United Kingdom
  Kimberley Scharf, University of Warwick, United Kingdom
  Roger Maull, University of Exeter, United Kingdom
   
SB-508 "The Impact of Advisor-Customer Relationship Dissolution on Customer Retention in Retail Banking"
  Konstantin Lange, Frankfurt School of Finance and Management, Germany
  Dominik Georgi, Frankfurt School of Finance and Management, Germany
   
   

CONCURRENT SESSION 9     12:00 PM – 12:25 PM 

Room

Presentation

AGB-331 "Participation Quality: What Is It? How Is It Measured? When Does It Matter?"
  Nils O. Ommen, Chair of Services Management, Braunschweig University of Technology, Germany
  Christof Backhaus, Newcastle University Business School, United Kingdom
  David Woisetschläger, Braunschweig University of Technology, Gabon
   
AGB-431 "Co-Creation of Value in B2B Service Networks: When Values Collide!"
  Ilma Chowdhury, University of Manchester, United Kingdom
  Thorsten Gruber, Loughborough University, United Kingdom
  Judy Zolkiewski, University of Manchester, United Kingdom
   
AGB-530 "The Tipping Point – Consumer Tipping and the Agency Problem in the Service Sector"
  Kashef Majid, University of Mary Washington, USA
  Joshua Bailey, University of Mary Washington, USA
  Gladys Peralta, University of Mary Washington, USA
   
SB-208 "For Whom Are Mistakes Not Allowed? The Impact of Ethnic and Gender Stereotypes on Consumers’ Responses to Management-Level Service Failures"
  Anna Mattila, Pennsylvania State University, USA
  Luorong Laurie Wu, Pennsylvania State University, USA
  Rachel Han, Pennsylvania State University, USA
   
SB-302 "The History of Service: A Service Logic Retelling of the Economic History of Services"
  Raymond Fisk, Texas State University, USA
   
SB-308 "Business model innovation using a SDL approach "
  Daniel Kindstrom, Linkoping University, Sweden
  Per Kristensson, Karlstad University, Sweden
  Peter Magnusson, Karlstad University, Sweden
  Manfred Dasselaar, Ericsson, Sweden
   
SB-402 "At what Point in Time should Industrial Companies offer their product-related Services?"
  Jens Neuhüttler, University of Stuttgart, Germany
  Florian Kicherer, Fraunhofer Institute for Industrial Engineering IAO, Germany
  Thomas Burger, Fraunhofer Institute for Industrial Engineering IAO, Germany
   
SB-408 "Routes to investigating customers private and public word-of-mouth intentions via service recovery strategies"
  Melissa Baker, University of Massachusetts—Amherst, USA
  Seonjeong Lee, University of Massachusetts—Amherst, USA
   
SB-502 "Enhancing the Experience – A Triadic Perspective on Interactivity in a Social Media Context "
  Ana Jakic, Ludwig-Maximilians-Universität, Germany
  Werner Kunz, University of Massachusetts—Boston, USA
   
SB-508 "The use of virtual agents to increase e-productivity by the humanization of the website"
  Reza Etemad-Sajadi, EHL, Switzerland


12:30 PM –1:30 PM     LUNCH



PLENARY SESSION 4

1:30 PM - 2:15 PM

"Designing Customer Experience at Scale: Challenges and Opportunities"
Lara Lee, Senior VP, Customer Experience Design, Lowe's

2:15 PM - 3:00 PM

Discussant/Panelist: Mary Jo Bitner, Arizona State University

3:00 PM - 3:30 PM Afternoon Break

CONCURRENT SESSION 10     3:30 PM – 3:55 PM 

Room

Presentation

AGB-331 "Terms of Service in API Economy: turning clients into partners"
  Maja Vukovic, IBM Research, USA
  Jim Laredo, IBM Research, USA
  Sriram Rajagopal, IBM India, India
   
AGB-431 "Automatically Updating FAQ Knowledge from Service Incident Tickets"
  Kohtaroh Miyamoto, IBM Japan, Japan
   
AGB-530 "Quantifying Service Interactions"
  Magnus Richter, Ilmenau University of Technology, Germany
  Rainer Souren, Ilmenau University of Technology, Germany
   
SB-208 "Big Data, Text Mining and Service Management"
  Praveen Pathak, University of Florida, USA
  Brent Kitchens, University of Florida, USA
  Debanjan Mitra, Univeristy of Florida, USA
  Joseph Johnson, University of Miami, USA
   
SB-302 "Constructive Choices In Non-Voice Complaint Behavior After A Service Failure: The Case Of Restaurants "
  Silvia Van Riper, University of Arizona, USA
   
SB-308 "Customer Recovery from Self-Service Failure: An Attribution-Emotion Model"
  Cheng Wang, Durham University, United Kingdom
   
SB-402 "Why do people Tip in Restaurant? An Exploratory Study on Emotional Contagion"
  Paul Sergius Koku, Florida Atlantic University, USA
  Selen Savas, Florida Atlantic University, USA
   
SB-408 "Do Industrial Services Really Improve Performance? The Critical Role of Value Perception Through Key Performance Indicators"
Sabine Janeschek, EBS Business School, Germany
  Matthias Gouthier, University of Koblenz-Landau, Germany
  Sven Heidenreich, EBS Business School, Germany
   
SB-502 "Frontline employees as value negotiators in service innovation"
  Jenny Karlsson, Karlstad University, Sweden
  Carolina Camén, Karlstad University, Sweden
  Erik Sundström, SP - Swedish Technical Research Institute, Sweden
   
SB-508 "Should I Access or Should I Own? Customers’ Barriers to Usage Intentions of Commercial Sharing Programs"
  Simon Hazée, University of Liege, Belgium
  Cécile Delcourt, University of Liege, Belgium
Yves Van Vaerenbergh, University of Leuven, and Center for Service Intelligence, Ghent University, Belgium
   

CONCURRENT SESSION 11     4:00 PM – 4:25 PM 

Room

Presentation

AGB-331 "The Scentscape – An integrative framework describing ambient scents in a Servicescape"
  Marc Girard, Munich School of Management, Germany
  Anna Girard, Munich School of Management, Germany
  Anna-Caroline Suppin, Munich School of Management, Germany
   
AGB-431 "How to strengthen the service culture and climate through service leadership of middle management: case study of a multinational company in Peru"
  Lucio Lescano-Duncan, CAME School of Middle Management, Peru
   
AGB-530 "Customer Delight, Brand Communities And Loyalty: The Case Of The Bruce Springsteen Fan"
  Vincent Innocente, St. John's University, USA
  Joan Ball, St. John's University, USA
   
SB-208 "Tracking Service Quality through Social Media"
  Brian Melinat, Dell, USA
   
SB-302 "Knowledge Transfer in Service Globalization: Cultural Context, De/Re-contextualization Capabilities, and Reception/Transmission Behavior"
  Yoshinori Fujikawa, Hitotsubashi University, Japan
  Joji Ono, Aoyama Gakuin University, Japan
  Mayomi Haga, Doshisha University, Japan
  Satoshi Akutsu, Hitotsubashi University, Japan
   
SB-308 "What theories and questions can be brought to bear in support of achieving consumer-centric supply chains?"
  Peter Ward, University of Warwick, United Kingdom
  David Sarley, Bill & Melinda Gates Foundation, USA
   
SB-402 "Towards a Better Understanding of Service Quality in Business-to-Business Professional Service Organizations"
  Xavier Walthoff-Borm, Ghent University, Belgium
  Yves Van Vaerenbergh, University of Leuven / Ghent University, Belgium
  Bart Larivière, Ghent University, Belgium
   
SB-408 "Value co-creation on the social media: Understanding Customer Complaints and Service Recovery Strategies through Tweet Mining"
  Szu-Yao Chien, University of Manchester, United Kingdom
Babis Theodoulidis, University of Manchester, United Kingdom
   
SB-502 "Unified Description of Services: Smile Model of Service Activities"
  Tamio Arai, Shibaura Institute of Technology, Japan
  Teruyasu Murakami, Research Institute for Industrial Strategy, Japan
  Yuriko Sawatani, Waseda University, Japan
  Masato Nakajima, Japan Science and Technology Agency, Japan
   
SB-508 "User innovation in health care – the influence of co-creation and context"
  Jon Engström, Linköping University, Sweden
  Bozena Poksinska, Linköping University, Sweden
  Lars Witell, Linköping University, Sweden
  Mattias Elg, Linköping University, Sweden
  Hannah Snyder, Linköping University, Sweden
   
   
   

CONCURRENT SESSION 12     4:30 PM – 4:55 PM 

Room

Presentation

AGB-331 "The role of social media in the marketing strategy of fitness centres"
  Pinelopi Athanasopoulou, University of Peloponnese, Greece
  Stergos Kalligas, University of Peloponnese, Greece
  Apostolos Giovanis, Technological Educational Institute of Athens, Greece
   
AGB-431 "Customer value creation behavior: Does it really lead to customer performance? The moderating role of supplier value creation behavior"
  Taeshik Gong, University of Strathclyde, United Kingdom
   
AGB-530 "How Deep Is Your Involves? Binding The Customer Through Quality of e-CRM and Effective Partners In Co-Creation Value"
  Lalu Edy Herman Mulyono, Diponegoro University, Indonesia
  Augusty Ferdinand, Diponegoro University, Indonesia
   
SB-208 "Open to Search: How is Services Different to Manufacturing"
  Chander Velu, University of Cambridge, United Kingdom
  Dominic Chai, Seoul University, South Korea
  Michael Kitson, University of Cambridge, United Kingdom
   
SB-302 "Service Alliance of Airline Companies: The Viewpoint of AMC Dynamic Competition Analysis"
  Wei-Lun Chang, Tamkang University, Taiwan
  Chia-Ling Chiu, Tamkang University, Taiwan
   
SB-308 "Does psychological contract violation matter in a service recovery context?"
  Rania Mostafa, Damanhour University, Egypt
  Cristiana Lages, Reading University, United Kingdom
   
SB-402 "Iced Rosetta: a framework and design technologies to consolidate value co-creation"
  Tatsunori Hara, University of Tokyo, Japan
  Kazuhiro Aoyama, University of Tokyo, Japan
  Yohei Kurata, Tokyo Metropolitan University, Japan
   
SB-408 "Introduction of a phase model to measure and evaluate service productivity with an illustrative case from an IT service company "
  Schafiq Amini, proXcel GmbH, Germany
  Roland Jochem, Technische Universitaet Berlin, Germany
   
SB-502 "On Happiness, Sadness or Indifference: Investigating the Transference Effect of Outcome Valence in Service Perceptions"
  Yit Sean Chong, Monash University, Malaysia
  Pervaiz K. Ahmed, Monash University, Malaysia
   
SB-508 "Technology in the Service Triangle – A Control Perspective"
  Helena Lundberg, Karlstad University, Sweden


7:00 PM - 9:00 PM

Networking Reception
Courtyard Marriott, Coral Gables


Sunday, June 29, 2014

PLENARY SESSION 5

9:00 AM - 9:45 AM

"Service Research at the Base of the Pyramid"
Javier Reynoso, Professor of Service Management Monterrey Institute of Technology (ITESM)

9:45 AM - 10:30 AM

Discussants/Panelists:
Ray Fisk, Texas State University
Lia Patricio, University of Porto, Portugal



10:30 AM - 11:00 AM Morning Break


PLENARY SESSION 6

11:00 AM - 11:45 AM

"Service Timing: Now or Later?"
Ruth Bolton, Professor of Marketing, Arizona State University

11:45 AM - 12:30 PM

Discussants/Panelist: Anders Gustafsson, Karlstad University, Sweden



12:30 PM - 12:45 PM Conference Closing


1:00 PM - 7:00 PM Miami City Tour
    School of Business Administration
    P.O. Box 248027, Coral Gables, Florida 33124-6520
 
 
TEL: 305-284-4643
FAX: 305-284-6526
 
GRADUATE: 305-284-2510
UNDERGRADUATE: 305-284-4641